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POST
Create a support request

Authorizations

Authorization
string
header
required

Authenticate every request with a Bearer token. Pass your Reply API key in the Authorization header:

Get your API key from the Reply dashboard: Settings → API Key.

Body

application/json

A new support request.

title
string
required

A short summary on a single line.

Required string length: 1 - 255
Example:

"Sequence stopped sending after editing step 2"

description
string
required

What happened, what you expected, and what you have tried. Anything that looks like a secret, such as an API key or a token, is removed before the request is stored.

Required string length: 1 - 8000
Example:

"Sequence \"Q4 outreach\" stopped sending after I edited step 2."

traceIds
string[]

The X-Trace-Id response headers of the API calls support should look at. Every API response carries one.

Maximum array length: 20
Required string length: 1 - 32
Example:
issueDate
string<date-time>

When the problem happened. Can't be in the future. Kept to the minute.

Example:

"2026-11-12T08:30:00Z"

Response

Support request raised.

A support request with its conversation and files.

id
string
read-only

Support request ID.

Example:

"CS-1234"

title
string

The title the request was raised with.

Example:

"Sequence stopped sending after editing step 2"

status
enum<string>

Where the support request stands.

  • new — raised, not picked up by support yet.
  • inProgress — support is working on it.
  • needsResponse — support is waiting for your answer.
  • done — resolved, or cancelled by you.
  • unknown — the status can't be determined right now; check again later.
Available options:
new,
inProgress,
needsResponse,
done,
unknown
Example:

"needsResponse"

createdAt
string<date-time>
read-only

When the request was raised (UTC).

Example:

"2026-11-12T09:41:07.52Z"

description
string

The description the request was raised with.

Example:

"Sequence \"Q4 outreach\" stopped sending after I edited step 2."

traceIds
string[]

The trace IDs sent with the request. Empty when none were sent.

Example:
issueDate
string<date-time> | null

When the problem happened (UTC, to the minute). Null when it wasn't given.

Example:

"2026-11-12T08:30:00.00Z"

messages
SupportRequestMessageModel · object[]
read-only

The conversation with support, oldest first. Empty until someone writes.

fileIds
string[]
read-only

IDs of the files you added to the request. Download one with GET /v3/support/requests/{id}/attachments/{file_id}.

Example: